Hospitality Industry: Setting Better Service Standards

Whether you are working in a hotel, restaurant or a resort, there's never been a better time to level up your service skills.

22 Jun 2017

Hospitality [noun]: The friendly and generous reception and entertainment of guests, visitors, or strangers.

Whether it is in the hospitality industry or not, hospitality as word and as an industry is universal. Wherever you are, genuine hospitality is expected and understood. It is what separates the good experiences from the bad, in hotels, restaurants, resorts and tourist spots across the world.

So, why are we talking about this? In recent years, Brisbane and a number of its neighbours across the Great South East have played host to international spectacles spanning politics, sport, science, music and more. This in turn puts added expectation and increased opportunity in the hands of everyone studying and/or working in the hospitality industry.

What’s creating increased demand in the hospitality industry?

Good service might seem like a real balancing act, but it’s at the core of the hospitality industry.

Going back as far as 2014, Queensland has hosted the G8 Summit (global political summit with delegates such as Barack Obama), World Science Festival, the ever-expanding BrisFest, and a resurgent Bluesfest. In the coming years, we have the 2018 Gold Coast Commonwealth Games, Queens Wharf development, and of other new entertainment precincts across the state.

Whether you are front of house or in the kitchen, you will be dealing with customers from across the world. From one event or development to the next, what we have here is an increasing demand for finesse, flair and focus from all involved.

What are some of the new service standards?

First and foremost, the Queensland Government insists that good customer service in the hospitality industry revolves around:

  • knowing what your customers consider to be good customer service
  • taking the time to find out customers’ expectations
  • following up on both positive and negative feedback you receive
  • ensuring that you consider customer service in all aspects of your business
  • continuously looking for ways to improve the level of customer service you deliver.

Want more advice? Here’s some added tips.

Clear and Genuine Interaction

customer feedback
In the media age, customer feedback has taken on a whole new meaning for the hospitality industry.

The Small Business Chronicle reminds us that is important to always be friendly and earnest when dealing with customers, regardless of setting or cultural difference.  Communicating clearly with customers and being friendly in the process builds a healthy rapport that itself feeds into the quality of their experience.


Customers That Stick tell us that customers everywhere bank on consistency. Whether they interact with you multiple times in a single trip or over many years, they hope to encounter the same level of quality and effective approach each and every time. It should be noted that a significant part of customer expectations are set by you in your communications – while you never want to under-sell/promise, it is always better to set you and your business up to meet, or over-deliver on expectations.


A report from the Guardian has highlighted on final important competency – efficiency.  This is a matter of being prompt, timely and generally never really leaving a customer waiting longer than is reasonable. A big part of this is practice and process – knowing the what and how of your duties inside and out will ensure you hit the mark every time with little to no delay.

Where can I learn new hospitality skills?

TAFE Queensland has partnered with some of the largest names in the hospitality industry to design programs and qualifications that meet the needs of a growing industry.

Those who enrol can choose from a range of highly specialised hospitality courses provided in conjunction with Brisbane’s leading hotels and convention centres. In addition to this, they will be taught specialist service skills across service, food and beverage matching, wine and spirits selection and much, much more. In other words, this is an opportunity to develop the higher level service skills expected at top tier restaurants, hotels, and events venues.

If this sounds right for you, then TAFE Queensland and the Queensland Hotel and Hospitality School is the place to be. Why wait to make great?




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